ICT Technician - Service Desk - 2nd Line Suuport

ICT Technician

The purpose of the ICT Technician is to provide a technical, single point of contact for the end user community and service their needs at the first point of contact. The post holder will provide support to ensure the efficient performance of the ICT Service while there will be times when specific projects will be allocated to this role.

Key Job Specific Accountabilities

• Work as part of a team to handle incoming ICT incidents and requests by logging contact into the ICT Service Desk
• Handle 2nd Line administrative support for ICT Engineers
• Continually develop ICT skills and knowledge to enable the completion of incidents at the first point of contact
• Manage own caseload of incidents, prioritise, triage and complete as many as possible at first point of contact in an efficient and effective manner
• Initiate the ICT Service Request process in response to user request and where possible fulfil these service requests
• Mange the Service Communications process including obtaining relevant approvals, distribution of messages and updating of tools
• Manage the User Account Management life cycle including creation, updating and removal

Essential Criteria

• Qualifications: Holds NVQ3 or equivalent A levels/HNC/HND
• Knowledge: Advanced knowledge and theory appreciation of key concepts, skills and competencies required to deliver professional and effective support
• Experience: Significant period of working in a relevant role or environment
• Expertise:
• Regular and extended use of a range of standard software eg competent secretarial use of Word, full presentations in PowerPoint, Excel spreadsheets with standard formulae and techniques. Use of straight forward macros, advanced tools.
• ECDL